Terms of Service

What is the definition of “Work hours” listed above by my total charges? This is the labor charge from the time we start work at the pickup, the drive to the offload and the time it takes to offload. There is a 2.5 hour minimum charge for “Work hours”. There are no exceptions to this rule. We only bill in increments of quarter an hour and we always round up, i.e., 3 hours and 7 minutes of labor would be a 3:15 minutes (3.25) hour labor charge.

What’s the “driving charge/Long Distance Fee” listed above in my total charges? This is a flat fee for the time it takes to drive to the pickup from our warehouse and the drive from the drop-off back to our warehouse. (This is not the drive from origin to destination which is included in the labor hours). Long Distance Fee includes: Fuel, Tolls and Mileage. Lodging fee will be assessed if over 700 miles to destination.

What Materials are included in my base hourly rate and what is not? Blanket rentals, tape and shrink wrap are free. Boxes, bubble wrap, and any other material not stated in this contract labeled free, will incur an additional charge if used. All Customers are responsible to pack all boxes and fragile items (glass, mirror, marble, and electronics) unless noted differently on this contract. Any item that can fit into a box must be boxed by customer prior to start of move (unless otherwise noted in this contract). No loose items are allowed during transport. All mattresses, box springs, sofas, and any item that has fabric must be properly protected in mattress box / bag or plastic cover / encasements. These can be purchased at many local distributors and are made available by us for an additional charge on move date. Personal effects in plastic bags are not allowed in the truck. Note: Packing supplies are not included in the transportation cost / hourly rate, and will be charged if required. Additional packing services not listed on this contract will increase the amount of time needed to complete the move.

What if I have an elevator? It is assumed that all elevators are for exclusive use of our movers. Since variances from this estimate of any kind will be resolved by the rules published in our tariff that is on file and regulated by the Massachusetts Department of Public Utility, then In the event that a non shared elevator causes impediment to the move causing additional time to complete your move there will be an additional charge for this service. The same applies to elevators smaller then the following guidelines (2500 lbs. capacity. The floor area of an elevator of this capacity is 27.1 sq. ft. about 4.5ft X 6 ft in dimensions).

Who is responsible to reserve proper parking? All customers must confirm parking restrictions with the building management or local police department at both current and new locations to avoid parking violations. Parking tickets incurred while conducting a move are the sole responsibility of the customer who is moving. It is the customer’s responsibility to provide parking for our truck unless otherwise agreed. Your moving coordinator must be notified prior to the move date in order to accurately assess whether additional charges will apply. If the truck is not parked to allow for the same carry distance as specified on your contract, then additional labor charges will be added to the original agreement. Additional “Long Carry” will increase the amount of time needed to complete your move and will increase the cost of your move.

What is your policy on COI’s (certificate of insurance)? Some buildings require a certificate of insurance. Please check with your building management at both current and new locations regarding their requirements. Immediately email a certificate requirement to your moving coordinator. To be added as certificate holder is free of charge, to be added as additionally insured a $120.00 fee per certificate will be applied if your building requires this certificate.

How do I pay for my move? We accept cash, certified check, money order, Visa, MasterCard, Discover and AMEX. Please be advised that there is a strict 5% assessment fee for any credit/debit card payment. Payment must be remitted in full upon completion at destination.

SERVICE CONFIRMATION: All services will be verbally reconfirmed by InstaTrans LLC one (1) business days prior to reservation day. Rescheduling for any services must be submitted in writing (mail, e-mail etc.) by the consumer at least four (4) business days prior to service date, to avoid a rescheduling fee of $50.00 in addition to the non – refundable deposit.

All cancellations for services made on the move date by consumers due to unforeseen circumstances, or any additional services added to the account such as packing labor, additional items to be moved, overnight service, storage services or packing materials usage, that are not included in the initial Order For Service that was sign and approved, the consumer is fully responsible and will be charged the total Estimated Cost of Service given prior to service date. Furthermore, all deposits are not refundable.

Waivers from liability: Carrier hereby states and shipper acknowledges that carrier is not liable for the following items in a shipment, where allowed by law: pressed wood furniture, file cabinets and their contents when they have not been emptied by shipper, mechanical conditions of electronics, electrical or plumbing connections, any further damage to any item that is already broken or has otherwise lost the integrity of strength from existing damage at time of pick up. In addition, you are not able to give to us to carry and we accept no liability whatsoever for firearms, jewelry, cash, bank notes, any financial instruments, hazardous materials, liquids.

Do I have to empty my drawers? Our Company requires that all drawers must be emptied prior to the day of move. Any item with full drawers will not be transported due to high risk of damage to walls and floors.

What is your policy on utilities and appliances? Make sure that all of your utilities and appliances will be turned off and disassembled from electric or gas connections prior to day of your move. We are not allowed to disassemble or reassemble any utilities or appliances at both current and new locations on the day of your move.

What if movers are late? All two hour time windows for arrival are estimated times of arrival and are subject to change depending on factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected services to be rendered with orders scheduled before you. We cannot discount any account due to any delays listed above. We will keep the customer informed verbally on the move date with a new / revised estimated time of arrival. We strongly recommend not scheduling any closings, dinners, flights, boat trips, movies, etc on your moving day.

What do we do if an item won’t fit? Unless an attempt is made on the actual move date, no employee can guarantee any item will safely fit in or out of any pickup or delivery locations. It is the responsibility of the customer to ensure this prior to their move. No employee against his or her will can be forced or forced to try to make something fit without a written waiver from liability. If an item cannot fit we can offer to bring the item back to our warehouse or deliver to another location. An additional charge may apply.

What do I do if I have a customer service issue or claim to file? We know moving can be stressful. We are dedicated to providing you the highest level of service through the entire process of your move. We ask that you start by contacting your moving coordinator the minute you would become unhappy about anything. Most any issue can be resolved right on the spot.

CLAIM FILING PROCEDURE: As per company TERMS AND CONDITIONS, in the unlikely event a customer realizes that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn’t received prior, during or after services were completed, all customers FULLY understand that they MUST initially give the service provider (Moving Company) the FIRST RIGHT to fully investigate and respond in writing with a resolution to their issues.

To do so, please contact our Claims and customer retention Processing Company at www.MovingClaims.net or Mail your inquiry to P.O. Box 630686, Miami, FL 33163. NOTE: In the event you are not satisfied when a resolution is made to your claim / complaint against the company, ONLY THAN you may contact any state, city, government, insurance, and consumer group such as the BBB, public, media organization, internet website or credit card agency.

Variances from this estimate of any kind – Will be resolved by the rules published in our tariff that is on file and regulated by the Massachusetts Department of Public Utility. The maximum amount required to be paid on the day of the actual move will not exceed 25% of the probable cost of service hereby listed in the order for service as the “Subtotal” unless an addendum is signed on the day of the move requesting additional services that were not part of the original order for service. Variance of %25 of original estimate might be voided if actual amount of belongings differ from original inventory list.

Charge Back Waiver – By signing this document customer agrees NOT to request a charge back or credit to the charge card used in connection with any charges made pursuant to this agreement and hereby expressly waives any right to request any charge back against InstaTrans LLC now, and in the future.
What if I want to Give a tip? At the end of the move the most frequently asked question is “how do I handle a tip?” By no means tip is mandatory but it is greatly appreciated and solely at the discretion of the customer. It is recommended that if you are kind enough to give a tip that each mover be given a tip separately and based on his or her performance. No two employees work exactly the same. Pooling of tips would allow one man to potentially work harder then the next. Since service is our business we will not accept anything but the best service for you from each employee. Please tip your movers individually!

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